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Customer Service and Support Representative

We are looking for an experienced Customer Service and Support Representative who will work with internal teams and customers to track, investigate and resolve reported issues and change requests. Your open, honest and assertive communication style will afford you the ability to deliver and convey importance to a variety of internal and external customers in a clear manner. You also speak technical, enabling you to effectively interact with engineers and developers. Solid customer service, solutions driven approach and ability to learn and adapt are the prerequisites for success.

Key Responsibilities

  • Work collaboratively with the client facing teams and customers to receive, evaluate and resolve technical and non-technical customer issues
  • Track and follow-up on pending customer issues
  • Troubleshoot and narrow down internal and external bug reports
  • Perform end-to-end testing of new product features and enhancements
  • Provide remote customer training through ticketing systems, online screen sharing, phone conferences
  • Take responsibility for the quality of all tasks and duties executed
  • Monitor and respond to internal alerts and notifications
  • Prioritize and escalate issues to stakeholders when necessary
  • Implement configuration changes to clients SaaS implementations

Experience & Qualifications

  • Post Secondary diploma or degree, or has relevant business experience
  • Minimum 2 years experience directly working with customers
  • Exceptional service skills with proactive follow-up
  • Experience working with ZenDesk is a plus
  • Experience with Software as a Service (SaaS) platforms is an asset
  • Ability to thrive in a challenging environment with minimal supervision
  • Ability to grasp new concepts quickly
  • Independent thinker and problem solver
  • Excellent verbal and written communication in English

AdPerfect provides a flexible environment, competitive compensation, profit sharing, RRSP matching, medical, dental, work-life balance, and regular company events to encourage social engagement and teamwork outside of the office. This is a full-time, on-site position.